Customer Communication Management

Customer Communication
Management (CCM) Market :
Demand for Software Suite to
Remain High Through
Forecast Period
Customer Communication Management (CCM) Market: Snapshot
Customer communications management (CCM) is described as an advanced derivative of enterprise
content management (ECM) technology. The customer communication management software is
developed from the convergence of output management technologies and document composition &
generation. A CCM software allows customer interactions through a wide range of communication
channels such as email, mobile, web-pages, SMS, print and customer self-services. Customer
communications management system automates and simplifies document-related business procedures
in order to increase the business performance and efficiency.
The rising adoption of CCM solutions by enterprises in the U.S. is a chief driver of the CCM market. As
the CCM software enables organizations to manage communications across all distribution channels
more efficiently, they are able to connect with their clients easily and forge more profitable
relationships with customers. At present, the CCM market is expanding at a high rate due to new
technological developments in the field of customer relationship management across the industries. In
addition, the market is gaining from the increasing emphasis on context-rich information, multifarious
communication channels, and multi-channel output.
By the end of 2016, the U.S. customer communication management market was worth an estimated
US$423.1 mn. Exhibiting a CAGR of 11% between 2017 and 2025, the market is forecast to reach
US$1.06 bn by the end of 2025.
Demand for Software Suite to Remain High Through Forecast Period
Considering the various kinds of solution currently available, the U.S. CCM market can be segmented
into managed CCM services, software suite, and others constituting integration & maintenance and
consulting. Of these, the dominant share of 46.9% of the market was held by software suite. In the
coming years, the segment is likely to show moderate growth but losing some market share.
Nevertheless, the software suite segment will continue leading the market through the course of the
forecast period. The growing number of enterprises across the country and rising demand for cloudbased technologies are the key drivers for the segment.
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Based on the enterprise size, the U.S. customer communication management market is bifurcated into
into large enterprises and small & medium enterprise (SMEs). Of these, large enterprises emerged
dominant in 2016. On the basis of deployment model, the U.S. CCM market is segmented into cloud and
on-premise. Of these, the cloud-based segment led the market in 2016 and is expected to continue as
the dominant segment through the forecast period. Proliferation of cloud-based technologies across the
U.S. will support this segment’s expansion.
IT &Telecom to Continue Dominating Market as Leading End-use Industry
Furthermore, in terms of end-use industry, the market is classified into healthcare, BFSI, IT & telecom, ecommerce & retail, hospitality & travel, government & utilities and others such as education,
entertainment and media. Among these industries, BFSI and healthcare segments are estimated to
showcase increasing demand for customer communication management in the forecast period.
However, over the course of the forecast period, the IT & Telecom segment is forecast to remain
dominant. The rising proliferation of IT solutions across enterprises in the U.S., and the increasing
demand for innovative communication technologies will fuel the uptake of customer communication
management solutions across the U.S. IT sector. This will in turn give impetus to the customer
communication management market in the U.S.
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Some of the major players in U.S. CCM market are Adobe systems, Inc., Cincom Systems, Inc., Doxee
S.p.A., Emc Corporation (Dell), HP enterprise, Newgen Software, OpenText Corp., Oracle Corporation,
Pitney Bowes, Inc., and Xerox Corporation

Customer Communication Management (CCM) Market : Demand for Software Suite to Remain High Through Forecast Period

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